Service Delivery Technician - Salesforce


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Overview


Put your combination of expertise in superior customer service skills and knowledge of Salesforce to use at our Redlands headquarters. This critical role helps to support and streamline Esri’s global sales and customer support operations. You will collaborate with Esri’s business and technical teams to provide technical solutions to empower our global sales, technical and customer support activities to work effectively through process automation. Make a real difference every day!

Responsibilities


  • Monitor and maintain service queue based on established service level agreements
  • Interact and communicate with internal end users and business partners
  • Troubleshoot access issues, research logs, handle ITSM incidents and requests
  • Identify, prioritize, and escalate platform issues as needed to the core team
  • QA & testing of platform applications and enhancements
  • General administration of platform workflow and operations applications
  • Participate in meetings with core vendors
  • Salesforce operations reporting and analytics
  • Provide assistance to team members in meeting their goals and objectives by identifying training and/or departmental resources needed
  • Assist with testing and evaluating various platform applications in support of future deployments
  • Assist with departmental moves, adds, and changes

Requirements


  • Experience with using and supporting Salesforce
  • Ability to work effectively in a fast-paced team environment as well as independently
  • 2+ years of customer support in a technical environment
  • Strong technical, problem-solving, attention to detail, and communication skills
  • Bachelor’s in computer science or related field, or equivalent work experience

Recommended Qualifications


  • Experience with helpdesk and/or end user support
  • Ability to troubleshoot and recommend solutions
  • Familiarity with QA testing
  • Hands-on experience using and managing Salesforce (or similar) CRM applications

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you need a reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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